Technical Support Analyst

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Technical Support Analyst

Apply remote type Hybrid locations Malaysia - Penang time type Full time posted on Posted 30+ Days Ago job requisition id JREQ129212 Job Description

We are looking for Technical Support Analyst to join our Professional Services team in Penang. This role works in a close, collaborative manner with System Librarians, Cloud Operations, and Product teams to provide the highest levels of customer service to Innovative customers.

About You – experience, education, skills, and accomplishments

• BSc in Computer Science, Engineering, or relevant field
• Knowledge in computers and information systems
• Working experience with SQL/ Oracle DB, XML/HTML, TCP/IP
• At least 3 years’ experience in developing or supporting enterprise software using any of the following - J2EE/JSON/REST/API/XML/Spring/Ruby, Oracle, Postgres databases, SQL, Apache and Tomcat web servers, Bash
• Experience working as Tier 1 level support and/or helpdesk function.

It would be great if you are having

• Working in library information technology and/or Software industry
• System analysis, troubleshooting, debugging code
• Strong commitment to great customer service

What will you be doing in this role?

• Serve as a Level 1 technical support for Polaris and Vega ILS customer
• Perform problem analysis/troubleshooting and implement corrective and preventive measures to prevent recurrence.
• Use our ticketing system to work on and resolve incident tickets & service requests
• Escalate tickets that require Level 2/3 support
• Timely communication to customer the status of their ticket every step of the way, updating customer of any changes related to their issue
• Make sure that tickets aren’t “stale” throughout the process
• Provide technical solutions & best practices.
• Interact with internal departments (development, cloud, etc.) and customer.
• Become a knowledge domain expert for Polaris and Vega software.

About the Team

Global Professional Services teams are experts in product and project implementations. We enable our customers to get the maximum value out of Clarivate software products and reach their business goals, accompanied by our expert advice, training, managed services and support.

We provide world-class services by consistently meeting customer satisfaction while continuously improving our organizational efficiency

Working Mode: In office

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

About Us

Clarivate is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com .